Definitions

Question 1

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

Answer 1

Service

Question 2

The functionality offered by a product or service to meet a particular need
- What a service does / what need does it fill / fit for purpose
- Must:
§ Support the performance of the consumer, that is, help them do what they do better, or
§ Remove constraints on the consumer’s actions

Answer 2

Utility

Question 3

Assurance that a product or service will meet agreed requirements
- SLA
- How the service performs / is it fit for use
§ Available when required
§ Capacity
§ Security
§ Continuity

Answer 3

Warranty

Question 4

A set of specialised organizational capabilities for enabling value for customers in the form of services

Answer 4

Service Management

Question 5

Provider of service (internal or external)

Answer 5

Service Provider

Question 6

Consumer of service (refer Customer, User, Sponsor)

Answer 6

Service Consumer

Question 7

Requirements and takes responsibility for the outcomes of service consumption

Answer 7

Customer

Question 8

No influence over the supplier or terms of the contract

Answer 8

User

Question 9

Authorised the budget

Answer 9

Sponsor

Question 10

Are configurations of the organizations resources, that will be potentially valuable for their customers. Service provide Products

Answer 10

Products

Question 11

Including people, information, technology, value streams, processes, suppliers and partners

Answer 11

Resources

Question 12

Is the perceived benefits, usefulness, and importance of something. Value can be subjective

Answer 12

Value

Question 13

Is a very broad term and can cover the customer or consumer of a service, or part of the service provider organization(s)

Answer 13

Stakeholders

Question 14

Work with the service provider to create value that is both deliverable and acceptable to the consumer. – Using a service relationship

Answer 14

Value Co-Creation

Question 15

Vary in size and complexity, from a single person or a team, to a complex network of legal entities united by common objectives, relationships and authorities

Answer 15

Organisation

Question 16

What is delivered (training material)

Answer 16

Output

Question 17

What impact an output had (educating team)

Answer 17

Outcome

Question 18

• Risk removed from the consumer (part of value prop)
• Risk imposed on the consumer
• Risk reduction:
  § Consumer participating in definitions of requirements
  § Clearly communicating critical success factors
  § Ensuring resources available throughout service relationship

Answer 18

Risks

Question 19

Co-operation between service provider and service consumer.

Is defined as a co-operation between a service provider and service
consumer.
They are established between two or more organizations to co-create value. In a service relationship, organizations will take on the roles of service providers or service consumers.

Answer 19

Service Relationship

Question 20

Defined as a description of one or more services, designed to address the needs of a target consumer group. May include goods, access to resources, and service actions

Answer 20

Service Offering

Question 21

• Supply of Goods
• Licensing or granting of access to resources
  Service Actions - eg.
• Customer Support

Answer 21

Service Offering Categories

Question 22

Is defined as the joint activities performed by a service provider and a service consumer to ensure continual value co-creation, based on agreed and available service offerings

Answer 22

Service relationship management

Question 23

Is defined as the activities performed by an organization to provide services:
- The configuration and management of privdre’s resource to deliver the service
- Providing access to these resources for users
- Carrying out the agreed service actions
Service level management and continual improvement

Answer 23

Service provision

Question 24

Is defined as the activities performed by an organization to consumer services.

Answer 24

Service consumption

Question 25

A list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders

Answer 25

Acceptance Criteria

Question 26

An umbrella term for a collection of frameworks and techniques that together enable teams and individuals to work in a way that is typified by collaboration, prioritization, iterative and incremental delivery, and timeboxing. There are several specific methods (or frameworks) that are classed as Agile, such as Scrum, Lean and Kanban.

Answer 26

Agile

Question 27

The practice of providing an understanding of all the different elements that make up an organization and how those elements relate to one another

Answer 27

Architecture Management Practice

Question 28

``` What are: • Focus on value • Start where you are • Progress iteratively with feedback  • Collaborate and promote visibility  • Think and work holistically • Keep it simple and practical Optimize and automate ```

Answer 28

ITIL Guiding Principles

Question 29

Everything the organization does, should link back, directly or indirectly, to value for itself, its customers and other stakeholders. Think for a moment about your own organization. What is the value required by the organization?

Answer 29

Focus on Value

Question 30

It can be tempting to simply remove all existing approaches and introduce something completely new when trying to make improvements. This is rarely useful or sensible, as it can generate a lot of waste in terms of time, effort, skills, processes and tools which could be reused effectively. It is very rare that old practices have nothing at all that can be reused. Careful consideration should be given to any existing resources and capabilities, and to make the best use of these going forward.

Answer 30

Start where you are

Question 31

A feedback loop is a term commonly used to refer to a situation where part of the output of an activity is used for a new input. Where best practice is in use, feedback will be actively collected across the value chain, and this will enable understanding of: • End user and customer perception of the value created • The efficiency and effectiveness of value chain activities • The effectiveness of service governance as well as management controls • The interfaces between the organization and its partner and supplier network, and • The demand for products and services Once received, feedback can be analyzed to identify improvement opportunities, risks and issues.

Answer 31

Progress Interactively with Feedback

Question 32

Using the guiding principle of ‘think and work holistically’, as well as ‘collaborate’ and ‘promote’ visibility, will help breakdown silos, and ensure better end to end provision of services across the whole organization.

Answer 32

Collaborate and Promote visibility

Question 33

No department, service, process or supplier stands alone. Any output that is delivered to organizational stakeholders, such as customers or other stakeholders, will be impacted if it does not work in the integrated approach. All activities should focus on value.

Answer 33

Think and Work Holistically

Question 34

This principle may seem obvious, but it is important to always use the minimum number of steps needed to accomplish an objective. If a process, service, action or metric provides no value or produces no useful outcome, then eliminate it. In order to deliver valuable outcomes, outcome-based thinking should be used to produce practical solutions. "Always ask, does this contribute to value creation, when analyzing a practice, process, service, metric or other improvement target."

Answer 34

Keep it simple and Practical

Question 35

Organizations need to maximize the value of work delivered by their resources, either human or technical. Think about the concept of the four dimensions

Answer 35

* Organizations and people * Information and technology * Partners and suppliers * Value streams and processes.

Question 36

Abbreviation for: - Political factors - Economical factors - Social factors - Technological factors - Legal factors - Environmental factors

Answer 36

PESTLE

Question 37

Pestle

Answer 37

Political factors

Question 38

pEstle

Answer 38

Economical factors

Question 39

peStle

Answer 39

Social Factors

Question 40

pesTle

Answer 40

Technological Factors

Question 41

pestLe

Answer 41

Legal Factors

Question 42

pestlE

Answer 42

Environmental Factors

Question 43

The first dimension of service management is organizations and people. The term “people” encompasses customers, employees of suppliers, employees of the service provider, or any other stakeholder in the service relationship.

Answer 43

Organizations and people (4 Dimensions of service management)

Question 44

This dimension applies both to service management and to the services being managed. The Service Value System or SVS, which we cover in detail in Module 4 of this course, represents how the various components and activities of the organization work together to facilitate value creation through IT-enabled services

Answer 44

Information and Technology (4 Dimensions of service management)

Question 45

Every organization needs to use services provided by others to achieve its desired outcomes. These other organizations may be involved in the design, development, deployment, delivery, support and/or continual improvement of services. • A customer of a supplier • A supplier or a service provider to its customers, or • A partner to another organization

Answer 45

Partners and Suppliers (4 Dimensions of service management)

Question 46

In common with the other dimensions, the value streams and processes dimension is applicable to both the SVS (service value system) in general, and to specific products and services. In both areas it defines the activities, workflows, controls and procedures needed to achieve agreed objectives.

Answer 46

Value streams and processes (4 Dimensions of service management)

Question 47

An operating model for service providers that covers all the key activities required to effectively manage products and services

Answer 47

Service Value Chain

Question 48

A model representing how all the components and activities of an organization work together to facilitate value creation

Answer 48

Service Value System

Question 49

A set of organizational resources designed for performing work or accomplishing an objective

Answer 49

Practice

Question 50

The means by which an organization is directed and controlled

Answer 50

Governance

Question 51

``` What are the 6 activities of the Service Value System: E P I D&T O/B D&S ```

Answer 51

``` Engage Plan Improve Obtain/Build Design & Transition Deliver & Support ```

Question 52

Practices how many of each: - General Management Practices (management) - Service Management Practices (IT) - Technical Management Practice (technical domain)

Answer 52

* 14 - General Management Practices (management) * 17 - Service Management Practices (IT) * 3 - Technical Management Practice (technical domain)

Question 53

operating model which outlines the key activities required to respond to demand and facilitate value creation through the creation and management of products and services

Answer 53

Service Value Chain

Question 54

The purpose of this value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.

Answer 54

Plan (Service Value Chain)